As the region's only Level I Trauma center, Harborview Medical Center is well known for innovations and excellence in trauma care and its centers of emphasis: Trauma, Burn, Neurosciences, AIDS/STD CARER, and mentally and medically vulnerable populations. In addition to the centers of emphasis, HMC serves a mission population for King County. Harborview employees are committed to the vital role the institution plays in the immediate community, as well as the entire Northwest region. HMC is owned by King County and managed by the University of Washington (UW) and serves as a training site for UW's School of Medicine.
The UW is proud to be one of the nation's premier educational and research institutions. Our people are the most important asset in our pursuit of achieving excellence in education, research, and community service. Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty. As an employee you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please view this page.
The HMC Cardiology Diagnostic Department has an outstanding opportunity for a Patient Services Specialist 1-Trainee or PSS 2 (Full-Time, Day Shifts). Under general supervision of the Cardiology Department Manager, the Patient Service Specialist (PSS) independently performs specific functions related to coordination of clerical and support activities for patient care as delegated by and in collaboration with the Echo lab supervisor. The PSS coordinates the clerical and support activities for patient care in the Echocardiography and Electrocardiography labs by scheduling exams, receiving patients and visitors to the lab, processing billing, and facilitating contact between the patient/family and appropriate diagnostic services. The PSS participates in lab and selected departmental activities to promote effective problem solving and communication.
KNOWLEDGE, SKILLS, AND ABILITIES:
Schedule/re-schedule patients (inpatients and outpatients) based PN referrals sent from a variety of clinics and providers in the UW Medicine Community.
Adjust schedules based on the needs of the Attending and/or fellow that is serving on the service.
Request additional information as required or requested for Echosonographers and Cardiologists to perform their duties.
Contact patient at time of registration of point of service to ensure that demographics and financial data is up to date and accurate.
Ensure that patient payer is contracted with HMC to ensure payment. Obtain required referrals for all patients that are not contracted.
Provide patients with required information and directions needed for test. Ensure that patients with questions are connected to the ARNP or their PCP for clarification.
Consult with Echo Sonographers, Supervisor, Attending, and Fellows to assist identifying duplicate test requests and prevent tests that don't serve medical benefit.
Arrange for transportation for patients to and from HMC.
Ensure that all billing is done in a timely fashion and match for services rendered.
Batch credit memos.
Research problems relating to billing and non-clinical patient issues.
Gather and report on data, identified by CPT codes, to assist departmental administrators track progress.
Contact Residents, Fellows, RNs, and Attendings regarding incomplete or improperly filled out requests.
SUPPORT AND COORDINATION OF OPERATIONS:
Answer and triage phone calls to the Cardiology Diagnostic areas.
Maintain a system of organization in the Echo Department Scheduling Office.
Assist Administrative Assistant – Cardiology with supply orders.
Interact with UW Cardiology Team to assist with research projects as required.
ADVOCACY AND CUSTOMER SERVICE:
Maintain awareness of others and greet patients, families, visitors, managers, and staff in a manner that conveys a positive reception.
Demonstrate an atmosphere/attitude of respect for human dignity and the uniqueness of each patient, visitor, and staff member.
Protect confidentiality of written and verbal information according to policy and procedure.
Report when illegal/unethical/unprofessional practice of another member of the health care team occurs.
Follow appropriate channels to resolve concerns.
Demonstrate courteous and professional communication skills with manager, co-workers, visitors, patients, and families.
Receive and refer patient inquiries, compliments, and complaints to appropriate department(s).
PROFESSIONAL GROWTH AND BEHAVIOR:
Attend and participate in departmental meetings, committees and/or projects; read minutes or seek follow-up if unable to attend, as applicable.
Demonstrate reliability in work attendance.
Consistently wear identification badge.
Contribute to group problem solving and is respectful of the comments of others.
Give and accept feedback in a constructive and courteous manner.
Promote positive image of self, the Cardiology Department, and HMC.
Apprise supervisor of actual and/or potential problems in a timely manner.
Is able to resolve conflicts and/or direct to appropriate staff/department for resolution.
Identify own learning needs and seek direction for growth.
Attend and participate in continuing education programs and inservices which directly affect and improve department operations.
SAFETY AND RESPONSE TO EMERGENCIES:
Participate in interdepartmental efforts to facilitate a safe environment.
Understand and follow hospital and departmental protocol for emergencies and disasters.
Take immediate action to address environmental, equipment, or engineering issues that present a potential safety risk.
Function within safety, infection control, emergency, and equipment guidelines.
QUALITY ASSESSMENT AND IMPROVEMENT:
Recommend and assist with implementing, as appropriate, solutions for resolving procedural system causes for incidents/risks.
Develop clerical organization tools or systems that prevent errors and increase efficiency and accuracy; seek cost-effective alternatives for routine and specialized office supplies and equipment.
Participate in QA/QI activities of the office through participation in committees, implementation of process improvement initiatives, and contribution of suggestions for improvement in patient care delivery.
STANDARDS OF DAILY PRACTICE:
Seek opportunities to help others.
Is aware of department needs and responds appropriately.
Complete work in a timely manner, or asks for assistance.
Demonstrate quality of work at expected level.
Follow through on delegated tasks.
Is able to prioritize workload requests appropriately.
Demonstrate respect for patients, visitors and staff members entering the department.
Founded in 1861, the University of Washington is one of the oldest public institutions in the west coast and one of the preeminent research universities in the world. The University of Washington is a multi-campus university comprised of three different campuses: Seattle, Tacoma, and Bothell. The Seattle campus is made up of sixteen schools and colleges that serve students ranging from an undergraduate level to a doctoral level. The university is home to world-class libraries, arts, music, drama, and sports, as well as the highest quality medical care in Washington State and a world-class academic medical center. The teaching and research of the University’s many professional schools provide undergraduate and graduate students the education necessary toward achieving an excellence that will serve the state, the region, and the nation. As part of a large and diverse community, the University of Washington serves more students than any other institution in the Northwest.